Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Gold
Wednesday, September 29, 2021 • DesignOps Summit 2021
Share the love for this talk
Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Speakers: Kate Koch and Jean-Claire Fitschen
Link:

Summary

Join the Verizon CX Design Ops team for an interactive session about uncovering your super powers, recognizing your kryptonite and flexing your skills to power a growing, global team.

Key Insights

  • Verizon CX Ops evolved from a design apps team into a global CX operations hub supporting 300+ creatives.

  • They identified 'superpowers' like super speed to accelerate onboarding and project resourcing.

  • Telepathy represents proactive capacity planning and a strategic recruitment pipeline.

  • Super gadgets include advanced tools like dynamic reporting and operational playbooks critical for scaling.

  • Flight reflects adopting multiple development models (predictive, agile, hybrid) at global scale.

  • Super intelligence involves acting as a knowledge hub with consistent, overshared communication to prevent information gaps.

  • Super strength lies in building partnerships, breaking silos, and establishing repeatable, scalable processes.

  • The team actively monitors and addresses 'cryptonite' such as burnout, silos, miscommunication, and over-commitment.

  • Capacity planning is enhanced via quarterly resource planning linked tightly to business priorities and talent visibility.

  • They define and track anti-patterns through retrospectives to prevent ineffective practices like bloated meetings and misaligned priorities.

Notable Quotes

"We transformed from design ops to CX ops, providing strategic support across the entire CX organization."

"One of our super strengths is super speed — moving at the speed of light almost."

"Our power of telepathy has enabled proactive solutions like expanded resource capacity planning and a new recruitment process."

"Super gadgets are really important tools and superpowers for design ops scaling to CX ops."

"Flight means how we incorporate multiple models of development, agile, predictive, hybrid, all at global scale."

"We act as an essential knowledge hub, oversharing communications to make sure there are no gaps."

"Our super strength is partnerships — building trust and scalable processes that break silos."

"We have to watch out for our kryptonite — things like burnout, silos, people pleasing, and inconsistent processes."

"Capacity planning always happens through ever-changing uncertainty with foundational elements like design systems."

"We do root cause analysis on issues, defining anti-patterns so we can quickly remedy them, like ineffective meetings."

Ask the Rosenbot
Nova Wehman-Brown
We've Never Done This Before
2019 • Enterprise Experience 2019
Gold
Sarah Auslander
Incremental Steps to Drive Radical Innovation in Policy Design
2022 • Civic Design 2022
Gold
Savina Hawkins
Harnessing AI in UXR: Practical Strategies for Positive Impact
2024 • Advancing Research 2024
Gold
Rachael Dietkus, LCSW
Everything You Need to Know about the Civic Design 2022 Call for Presentations (Videoconference)
2022 • Civic Design Community
Greg Petroff
Design is the Differentiator: Bringing New Design Innovations to a Very Antiquated and Very Large Industry
2021 • Design at Scale 2021
Gold
Lais de Almeida
Designing Data Services
2024 • Advancing Service Design 2024
Gold
Sarah Gallimore
Inspire Progress with Artifacts from the Future
2022 • Civic Design 2022
Gold
Laura Klein
Unique challenges of innovation in enterprises (Videoconference)
2020 • Enterprise Community
Ben Davies
Expert Panel: The Principles of Research Repository Design
2022 • Advancing Research 2022
Gold
Dave Malouf
Closing Keynote: Amplify. Not Optimize.
2019 • DesignOps Summit 2019
Gold
Bria Alexander
Opening Remarks
2021 • DesignOps Summit 2021
Gold
Shipra Kayan
How we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up
2021 • DesignOps Summit 2021
Gold
Dianne Que
Real Talk: Proving Value through a Scrappy Playbook
2019 • DesignOps Summit 2019
Gold
Luz Bratcher
This Is a Talk for Tired People
2022 • Design at Scale 2022
Gold
Sam Proulx
Mobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World
2022 • Advancing Research 2022
Gold
The Many Faces of Operations
2017 • DesignOps Summit 2017
Gold

More Videos

Alex Hurworth

"Knowledge is power; empowering communities leads to better conservation outcomes."

Alex Hurworth Bonnie John Fahd Arshad Antoine Marin

Designing a Contact Tracing App for Universal Access

October 23, 2020

Laine Riley Prokay

"Preparation is critical to ensure new employees have everything they need prior to their first day and the first few weeks."

Laine Riley Prokay Lisa Gordon

Carving a Path for Early Career DesignOps Practitioners

September 9, 2022

Eniola Oluwole

"Launching a design system is not a sprint, there’s no end, it’s always a continuous process."

Eniola Oluwole

Lessons From the DesignOps Journey of the World's Largest Travel Site

October 24, 2019

Nathan Shedroff

"Tell tight, brief stories of insights focused on impact, not on how you conducted your research."

Nathan Shedroff

Double Your Mileage: Use Your Research Strategically

March 31, 2020

Sam Proulx

"The smaller screen makes it easier to angle the device for adequate viewing, which computers just can’t replicate."

Sam Proulx

Mobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World

November 17, 2022

Feleesha Sterling

"It’s important to socialize the research program internally so teams get excited and take initiative."

Feleesha Sterling

Building a Rapid Research Program (Videoconference)

May 18, 2023

Neil Barrie

"You get to those iconic signature actions when product excellence meets cultural tensions and what people need."

Neil Barrie

Widening the Aperture: The Case for Taking a Broader Lens to the Dialogue between Products and Culture

March 25, 2024

John Devanney

"You can’t measure long-term customer relationship value with short-term KPIs."

John Devanney

The Design Management Office

November 6, 2017

Katy Mogal

"Surveys and logs tell us what users do, but qualitative tells us why."

Katy Mogal

But Do Your Insights Scale?

March 12, 2021